Support Agent
First line for every customer question
The Support Agent handles inbound tickets, email, chat. Answers common questions, deflects known issues, escalates complex ones with full context.
A Day in the Life
24/7: receives tickets across channels, handles known issues from knowledge base, escalates complex issues with full customer context.
Responsibilities
- ·Inbound ticket handling
- ·Common question deflection
- ·Context-rich escalation
- ·Knowledge base maintenance
KPIs They Own
- ●First-response time
- ●Deflection rate
- ●CSAT
Tools & Integrations
SARA MailSARA RetainTicketing systems
Who Hires This Role
- · SaaS companies
- · E-commerce
- · Any business with support volume
The Anchor — 5 Seats Worldwide
Want everything, not just Support Agent?
Sovereign members get all 12 SARA modules + custom AI development + embedded team + direct founder access + inner-circle benefits across every Crucible Group division. $50,000+/month. Invitation-only.